TY - JOUR
T1 - Patient satisfaction with healthcare services
T2 - A critical review
AU - Ferrand, Yann B.
AU - Siemens, Jennifer
AU - Weathers, Danny
AU - Fredendall, Lawrence D.
AU - Choi, Yunsik
AU - Pirrallo, Ronald G.
AU - Bitner, Matthew
N1 - Publisher Copyright:
© 2016, ASQ.
PY - 2016
Y1 - 2016
N2 - As healthcare systems shift from fee-for-service to alternate payment models, and consumers gain access to more healthcare options, patient satisfaction is becoming increasingly important for the financial performance of healthcare providers and for patient well-being. However, patient satisfaction is a complex construct. To assist researchers and practitioners, the authors provide a critical review of articles published in the Quality Management Journal (QMJ) on the topic of patient satisfaction. The authors employ Golder, Mitra, and Moorman's (2012) seminal integrative framework of quality as a lens through which to evaluate the studies' contributions and shortcomings. They find that prior QMJ research has focused on patient satisfaction from the perspective of the healthcare delivery system. However, less attention has been given to: 1) understanding patients' perceptions of their experiences and how these perceptions affect satisfaction and perceived quality, and 2) identifying patients' expectations of what attributes should be provided during healthcare services. Consequently, widely used measures of satisfaction, including the Consumer Assessment of Healthcare Providers and Systems surveys, may be inadequate. The authors' review provides direction for researchers in developing a more comprehensive research agenda for understanding patient satisfaction.
AB - As healthcare systems shift from fee-for-service to alternate payment models, and consumers gain access to more healthcare options, patient satisfaction is becoming increasingly important for the financial performance of healthcare providers and for patient well-being. However, patient satisfaction is a complex construct. To assist researchers and practitioners, the authors provide a critical review of articles published in the Quality Management Journal (QMJ) on the topic of patient satisfaction. The authors employ Golder, Mitra, and Moorman's (2012) seminal integrative framework of quality as a lens through which to evaluate the studies' contributions and shortcomings. They find that prior QMJ research has focused on patient satisfaction from the perspective of the healthcare delivery system. However, less attention has been given to: 1) understanding patients' perceptions of their experiences and how these perceptions affect satisfaction and perceived quality, and 2) identifying patients' expectations of what attributes should be provided during healthcare services. Consequently, widely used measures of satisfaction, including the Consumer Assessment of Healthcare Providers and Systems surveys, may be inadequate. The authors' review provides direction for researchers in developing a more comprehensive research agenda for understanding patient satisfaction.
KW - Healthcare industry
KW - Patient satisfaction measurement
KW - Quality practices
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U2 - 10.1080/10686967.2016.11918486
DO - 10.1080/10686967.2016.11918486
M3 - Review article
AN - SCOPUS:84992645490
SN - 1068-6967
VL - 23
SP - 6
EP - 22
JO - Quality Management Journal
JF - Quality Management Journal
IS - 4
ER -